Returns, Cancellations & Refund Policy
Last updated: June 2026
At RGAÉL™, each piece is prepared with care and intention. Because many items are produced to order, sourced through trusted fine jewelry manufacturing partners, or created to customer specifications, cancellations, returns, and refunds are handled in accordance with our sourcing and fulfillment standards and the guidelines below.
Pre-Orders
Pre-order items include jewelry that is not currently in inventory and must be sourced, manufactured, or prepared after purchase. Because precious metal pricing, gemstone availability, and supplier production schedules may vary, pre-orders may require a deposit, full payment at the time of purchase, or billing when the item becomes available for fulfillment.
Pre-orders may be cancelled only if production has not begun and materials have not been sourced. Once sourcing, manufacturing, or production has begun, the order is considered final.
Custom, Bespoke & Special Orders
Custom, personalized, bespoke, or specially fabricated jewelry — including items ordered in specific metals, gemstones, sizes, engravings, or finishes — cannot be cancelled, returned, or exchanged once the order has been placed and confirmed.
This includes items requiring supplier fabrication, gemstone sourcing, metal casting, or special production.
These pieces are considered final sale because they are produced specifically to customer specifications.
Supplier-Manufactured Items
Many RGAÉL™ fine jewelry pieces are manufactured through trusted industry partners and may be made to order. Once a supplier order has been submitted, cancellations, modifications, or exchanges may no longer be possible.
If a cancellation request is received before supplier processing begins, RGAÉL™ will make reasonable efforts to stop the order.
Order Changes & Cancellations
Orders may be adjusted or cancelled prior to entering processing, sourcing, manufacturing, or fulfillment.
Requests involving duplicate orders, quantity adjustments, or order corrections should be submitted promptly to Client Services. When received before processing begins, corrections and cancellations will be accommodated whenever possible.
Once an order enters processing, sourcing, manufacturing, or fulfillment, it may no longer be eligible for cancellation and will be subject to the return guidelines below.
Return Eligibility
Return requests must be submitted to Client Services within seven (7) days of delivery. Approved items must be returned promptly in accordance with return authorization instructions.
To qualify for return, items must be:
- Unworn and in original condition
- Returned with original packaging and accompanying materials
- Accompanied by proof of purchase
Return authorization must be obtained before sending any item back. Unauthorized returns will not be accepted.
To request a return, please contact Client Services at info@rgael.com. Return instructions will be provided once eligibility has been confirmed.
Non-Returnable Items
The following items are not eligible for return, exchange, or refund:
- Bespoke or custom orders
- Personalized or engraved items
- Special-order gemstones or fabricated metals
- Items altered, resized, cut, or modified
These items are considered final sale.
Damaged, Defective & Incorrect Items
If an item arrives damaged, defective, or incorrect, please contact Client Services within forty-eight (48) hours of delivery so we may evaluate the matter and arrange a repair, replacement, or appropriate resolution where applicable.
Return Shipping
Approved returns must be shipped fully insured for the full value of the item. RGAÉL™ is not responsible for items lost or damaged during return transit.
Secure packaging is required when returning fine jewelry. Double-boxing and discreet packaging are recommended whenever possible.
Refunds
Once an approved return has been received and inspected, refunds will be issued to the original form of payment.
Refunds are typically processed within five (5) to ten (10) business days following inspection. Shipping charges are non-refundable unless the item arrived damaged, defective, or incorrect.
Orders cancelled prior to entering sourcing, production, processing, or fulfillment will be refunded to the original form of payment.
Exchanges
Eligible items may be exchanged subject to availability and supplier policies. Bespoke, personalized, and custom pieces are not eligible for exchange.
Contact Client Services
For questions regarding returns, cancellations, exchanges, or refunds, please contact Client Services at info@rgael.com.